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- HP Community
- Printers
- Printer Setup, Software & Drivers
- Printer is offline, sleeping, idle. I have no access.

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08-30-2024 10:15 AM
HPphotosmart6520series
We lost power and printer hasn't worked since. It says it is offline, asleep, idle. I don't have access.
I have removed and reinstalled the printer. I have turned off and unplugged several times. I have gotten out of windows, and gone into reset admin setting. Still no access.
What else can I do to get access, and get the printer back online?
09-02-2024 07:17 AM
HI @Judie47,
Welcome to HP Support Community.
Thank you for posting your query, I will be glad to help you.
It sounds like you’ve already done a lot of troubleshooting with your HP Photosmart 6520 series printer. Since you’ve experienced a power loss and the printer remains offline, here are additional steps you can take to resolve the issue:
1. Check Printer Connections
- Power Cable: Ensure the power cable is securely connected to both the printer and the power outlet.
- Network Connection: If you're using a wired connection, make sure the Ethernet cable is properly connected. For wireless connections, verify that the printer is connected to your Wi-Fi network.
2. Network Troubleshooting
- Network Reset: If using Wi-Fi, try resetting the network settings on the printer.
- On the printer's control panel, go to the setup menu.
- Navigate to "Network" or "Wireless Settings."
- Select "Restore Network Defaults" or a similar option.
- Reconfigure Wi-Fi: After resetting, reconnect the printer to your Wi-Fi network by following the printer’s wireless setup instructions.
3. Check Printer Status
- Control Panel: Ensure that the printer is not displaying any error messages or warnings on its control panel.
- Print Queue: On your computer, check the print queue to ensure there are no stuck jobs or errors.
- Go to Control Panel > Devices and Printers (Windows) or System Preferences > Printers & Scanners (Mac).
- Right-click on the printer and select "See what's printing" to view and clear any stuck print jobs.
4. Printer Configuration
- Print Settings: Verify that the printer is set as the default printer on your computer.
- Go to Control Panel > Devices and Printers (Windows) or System Preferences > Printers & Scanners (Mac).
- Right-click on your printer and select "Set as default printer."
- Printer Properties: Check the printer properties to ensure it’s set to "Online" rather than "Offline."
5. Firmware Update
- Firmware Check: Check if there is a firmware update available for your printer on the HP Support website.
- Update Firmware: If an update is available, follow the instructions to update the printer’s firmware.
6. Reset Printer to Factory Defaults
- Factory Reset: Performing a factory reset can sometimes resolve persistent issues.
- On the printer’s control panel, go to the setup or maintenance menu.
- Select "Restore Factory Defaults" or a similar option.
- Follow the prompts to complete the reset.
7. Check Printer Software
- Reinstall Printer Software: If you haven’t already, uninstall and then reinstall the HP printer software from the HP website.
- Software Update: Ensure that you are using the latest version of the printer software.
8. Power Cycle Network Equipment
- Router/Modem Restart: Sometimes restarting your router or modem can help reestablish network connections.
- Unplug the power cables from your router and modem.
- Wait for about 30 seconds.
- Plug them back in and wait for them to fully restart.
I hope this helps.
Take care and have a good day.
Please mark this post as “Accepted Solution” if the issue is resolved and if you feel this reply was helpful click “Yes”.
Rachel571
HP Support
Sneha_01- HP support
09-16-2024 01:51 PM
First of all, I want to thank Rachel571 for taking the time to respond to my request for help. I'm afraid it went into my spam, and I just now found it. There is a great deal for me to go thru, but first I felt I needed to acknowledge your effort for me, and say thank you for your efforts. You were the only response I received. I will go thru all the suggestions you offered. Hopefully I will find my answer, and I will let you know how it works out. Thanks again for getting back to me.